BUILD AND MAINTAIN STRONG CUSTOMER
SATISFACTION RELATIONSHIPS · CRM software reduces service complexity and
increases efficiency. REPORTING TOOLS · Over two dozen standard and unlimited ad
hoc reports allow you to track the performance and quality of customer support,
help desk, and customer service activities. INTEGRATED FULLY FUNCTIONAL HELP
DESK WITH DEFECT TRACKING AND AUTOMATED PROBLEM RESOLUTION · Improves
communications, workflow and quality assurance between departments and drives
permanent fixes through Root Cause problem resolution functionality. AUTOMATED
RULE-BASED ESCALATION · Provides a mechanism to ensure that customers receive a
response in the appropriate timeframe. TRACK LICENSE AGREEMENTS, MAINTENANCE
CONTRACTS, TIME TRACKING AND BILLING · Contract management includes monitoring
of expiration dates, number of incidents and number of hours, allowing the
opportunity to proactively contact customers, should an expiration situation be
developing. MULTIPLE DEPARTMENT INTEGRATION · Enterprise Relationship Management
(ERM) provides seamless interaction between departments to resolve customer
issues based on CustomerFirst's two-tier approach to tracking issues, resulting
in informed customers and assured problem resolution. SUPPORT FOR FAX AND E-MAIL
· Send and receive faxes and e-mail through the system, plus a Broadcast feature
that allows multiple contacts at the same time. MICROSOFT OUTLOOK INTEGRATION ·
Places "Ticklers" in Outlook allowing for improved response time